CN110990544B - Intelligent question-answering platform for legal consultation - Google Patents
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Abstract
The application provides an intelligent question-answering platform for legal consultation, which comprises a question acquisition system, a consultation scene modeling system, an answer acquisition system and a data cloud storage system, wherein the question acquisition system utilizes NLP to analyze and understand questions and extract keyword information from the questions; the consultation scene modeling system models the keywords acquired by the problem acquisition system and determines a consultation scene corresponding to the consultation problem; the answer acquisition system is used for extracting answer text data corresponding to the consultation scene model with the highest matching degree by splitting the consultation problem model; the data cloud storage system comprises a processor and a cloud server. Modeling a legal consultation communication process, portraying different consultation scenes by means of the model, and constructing a legal consultation intelligent question-answering system on a plurality of platforms, so that the legal consultation agents can be assisted to answer user questions, the working efficiency of agent lawyers is improved, and the quality stability of agent consultation services is ensured.
Description
Technical Field
The application relates to the field of legal consultation services, in particular to an intelligent question-answering platform for legal consultation.
Background
Law is an indispensable part of people's daily life, especially in household registration, social security, labor security, fertility, and the like, related to people's personal care. Preventive legal service requirements will gradually replace the original contradictory legal service requirements.
By 2015, the national law number reaches 24000, and the lawyers number reaches 297000. This appears to be a very large cardinal number and even others consider lawyer resources to be superfluous. This is not true in fact. Compared with the western countries, the number of lawyers owned by every ten thousands of people in the United states is 36, the number of lawyers owned by every ten thousands of people in our adjacent nation is 6.2, and the number of lawyers owned by every ten thousands of people is far more than 2 per ten thousands of people in our country. The number of lawyers per ten thousands of people is only 2, which is not a key cause of insufficient supply in the field of litigation in China. The second and eighth principles of lawyers are the core factors. The first two-eight principle: 20% of lawyers master 80% of the sources; the remaining 80% of lawyers do not know who needs the service and what. The second two-eight principle: the lawyer spends 80% of the time on the trivial matters of case source searching, basic information communication with the parties, etc., and only 20% of the time is focused on legal professional work. Lawyers are bound in trivial legal matters, but legal professional work cannot be effectively improved. There is a need to rescue lawyers from invalid works by means of scientific and technological means and the aggregation effect of the internet, so that lawyers can engage in truly professional works of lawyers.
In recent years, with the prevalence of network transactions, the amount of litigation of network transactions has increased, mainly involving network contracts, network service quality, network product quality, and intellectual property (trademark, copyright) related cases, and at the same time, a large number of administrative cases have also been induced. The growth of spray-type cases brings great pressure to the court and further makes the work of the judges face unprecedented challenges.
At the end of 2015, small enterprises of over 2000 thousands of enterprises and individual industrial and commercial enterprises of over 5400 thousands of users are registered in national industries and commercial enterprises.
Therefore, whether lawyers and judges are legal service providers or natural persons and legal persons are legal demand parties, the legal service efficiency is effectively improved, and huge legal service demands in the market are met.
However, the legal service in the traditional mode mainly serves urgent and important legal requirements of large and medium-sized enterprises and small individuals, mainly uses lawsuits, evidence obtaining, dialects and other businesses requiring lawyers license plates, and has the natural defects of high communication cost and limited service range. Most conventional legal services, such as common law propaganda, daily legal consultation, law document template retrieval, case inquiry and the like, cannot meet the traditional mode due to the fragmentation characteristics of huge quantity, scattered demands and the like. Traditional modes of service provided by individual law offices or lawyers are not suitable for small and medium-sized enterprises and individuals' needs, and they often have difficulty in knowing what legal services are needed, or are prohibitive for legal services due to high and unpredictable lawyer costs.
How to reduce the cost of legal service and improve the efficiency, really 'make law become the habit of Chinese' is a problem to be solved urgently.
Disclosure of Invention
The application aims to provide an intelligent question-answering platform for legal consultation, which can meet legal consultation requirements of different clients in multiple channels, reduce the number of seat lawyers and improve the working efficiency of the seat lawyers.
In order to achieve the above purpose, the present application adopts the following technical scheme:
the application provides an intelligent question-answering platform for legal consultation, which comprises a question acquisition system, a consultation scene modeling system, an answer acquisition system and a data cloud storage system, wherein,
the problem acquisition system is used for acquiring problem information of user consultation under different platforms through API interfaces of the different platforms, converting the problem information into problem text data, analyzing and understanding problems by utilizing NLP, extracting keyword information from the problems, and supporting user voice input and/or text input of a plurality of platforms;
the consultation scene modeling system models the keywords acquired by the problem acquisition system, portrays the consultation scene corresponding to the acquired problem information according to a pre-stored consultation scene model, and determines the consultation scene corresponding to the current consultation problem;
the answer acquisition system is used for extracting response text data corresponding to the consultation scene model with the highest matching degree by splitting the consultation problem model and matching the consultation scene model with the consultation scene pre-stored in the system;
the data cloud storage system comprises a processor and a cloud server, voice and/or text information is digitized through a transmission and conversion channel and then transmitted to the processor, the processor demodulates network configuration data from the digitized voice and/or text information and transmits the data to the cloud server, and the cloud server transmits the network configuration data to the processor.
Preferably, the voice and/or text information includes information entered by a user and pre-entered by a platform.
Preferably, the problem acquisition system comprises a keyword determination module comprising an acquisition unit and a keyword determination unit, wherein,
the acquisition unit is used for acquiring a data packet sent by a file to be analyzed and acquiring a sequence from the data packet, wherein the data packet is sent based on a network protocol of the file to be analyzed, and one data packet comprises a payload sequence;
the key word determining unit is used for determining the key word of the data packet according to the sequence, wherein the key word is a numerical value in the sequence.
Preferably, the problem acquisition system comprises a voice problem acquisition conversion module, a picture problem conversion module and a video problem conversion module; the voice problem conversion module is used for acquiring problem voice input by a user and converting the voice into problem characters; the picture problem acquisition and conversion module is used for acquiring a problem picture and converting the problem picture into problem characters; the video problem acquisition and conversion module is used for acquiring problem videos and converting the problem videos into problem characters.
Preferably, the consultation scene modeling system comprises a consultation scene portrayal module, wherein the consultation scene portrayal module is used for judging legal elements in a document, and the legal elements comprise fact description, litigation request, evidence and dispute focus.
Preferably, the answer obtaining module is further configured to extract answer text data from a pre-stored consultation scene model and/or a knowledge base unit according to the content of the consultation, calculate a matching degree between the extracted answer text data and the consultation question, and select a subsequent data transmission mode according to the matching degree:
when the matching degree reaches a first preset value, transmitting response text data to a problem response unit, and transmitting the response text data to the consultation equipment of the user by the problem response unit to complete automatic response;
when the matching degree is lower than a first preset value, directly transmitting the consulted problem content to the manual end through the lawyer searching unit, and transmitting the solution of the consulted problem to the user end through the manual end according to the original path.
Preferably, the answer acquisition system comprises a consultation scene response module, a knowledge base response module and a machine response module.
More preferably, the consultation scene response module is configured to search a pre-stored consultation scene model according to the consultation scene constructed by the present consultation, and match response text data corresponding to the closest consultation scene model.
More preferably, the knowledge base response module is configured to search the identified keyword knowledge base unit according to the consultation problem, and obtain response text data corresponding to the problem information with the highest matching degree.
More preferably, the machine response module is configured to input a keyword into the machine learning model according to the consultation problem, and obtain response text data output by the machine learning model.
Preferably, the answer obtaining system further comprises a term extraction module, the term extraction module establishes a node signature for the text in the knowledge base unit, so that whether the query text contains the query term or not is conveniently detected, the text index is utilized to prune the text of which the node signature is not matched with the signature of the query term, and the text of which the node signature is matched with the signature of the query term is reserved and extracted.
More preferably, the knowledge base unit is used for storing laws, regulations and cases and providing data support for the intelligent question-answering platform.
Preferably, the answer acquisition system further comprises a question response module, wherein the question response module is used for displaying a page for interaction with a user, displaying a question input by the user on the page, and displaying response text data corresponding to the consulted question on the page.
Preferably, the answer acquisition system further comprises a functional requirement analysis module, wherein the functional requirement analysis module comprises a knowledge base management unit, a question and answer data analysis unit and a question and answer engine unit; the knowledge base management unit is used for sorting and structuring the legal knowledge content and adopts the modes of manual analysis, big data and machine learning; the question-answer data analysis unit is used for providing data for the knowledge base management unit, facilitating self-learning and updating of the knowledge base management unit and providing business big data for users; the question and answer engine unit is used for supporting information interaction between the intelligent question and answer system and the user, facilitating the butt joint between the intelligent question and answer system and other platforms of the user, and the performance requirements of different application scenes and the corresponding application scenes are different.
Preferably, the intelligent question-answering platform further comprises a business process analysis system comprising an consulting content classification module, a voice service lawyer automatic assignment module, an intelligent answer module and a text service lawyer automatic assignment module for assigning the consulting content classification to a voice service or a text service for lawyer to answer the consulting content manually,
the voice service lawyer automatic assignment module is connected with the intelligent response module through an information synchronization unit interface; the intelligent response module is connected with the automatic assignment module of the text service lawyer through an intelligent-to-manual interface; the voice service lawyer automatic assignment module and the intelligent response module text service lawyer automatic assignment module are connected to the lawyer service window through the directional assignment lawyer interface respectively.
More preferably, the voice service lawyer automatic assignment module is configured to automatically search for an idle lawyer through voice and call the searched lawyer, or connect a required lawyer according to a user's selection.
More preferably, the text service lawyer automatic assignment module is configured to automatically search for an idle lawyer through text and call the searched lawyer, or connect the required lawyer according to the selection of the user.
Compared with the prior art, the technical scheme of the application has the following beneficial effects:
the intelligent question-answering platform for legal consultation provided by the application models the legal consultation communication process, portrays different consultation scenes by depending on the model, and builds a legal consultation intelligent question-answering system on a plurality of platforms. Aiming at the consultation scenes with obvious user intention and relatively standardized answer modes, the intelligent service system can automatically send supplementary information and answer. Only if the user is not satisfied with the intelligent service representation, is there a lawyer's manual intervention and no lawyer's manual intervention is required unless the user indicates dissatisfaction with the answer. The system can assist the legal consultation agents to answer the user questions so as to improve the working efficiency of the agent lawyers and ensure the quality stability of the agent consultation services.
Drawings
Fig. 1 is a schematic structural diagram of an intelligent question-answering platform according to an embodiment of the present application.
Detailed Description
The application is described in further detail below with reference to the drawings and examples. It should be understood that the particular embodiments described herein are illustrative only and not limiting of the application. It should be noted that, for convenience of description, only the portions related to the present application are shown in the drawings.
It should be noted that, without conflict, the embodiments of the present application and features of the embodiments may be combined with each other. The application will be described in detail below with reference to the drawings in connection with embodiments.
The application is described in detail below with reference to the drawings and the specific embodiments.
Fig. 1 is a schematic structural diagram of an intelligent question-answering platform according to an embodiment of the present application. As shown in fig. 1, an intelligent question-answering platform for legal consultation includes a question acquisition system, a consultation scene modeling system, an answer acquisition system, wherein,
the problem acquisition system is used for acquiring problem information of user consultation under different platforms through API interfaces of the different platforms, analyzing and understanding question sentences through NLP (natural language processing method) to convert the question sentences into problem text data, extracting keyword information from the question text data, and supporting user voice input and/or text input of a plurality of platforms;
the consultation scene modeling system models the keywords acquired by the problem acquisition system, portrays the consultation scene corresponding to the acquired problem information according to a pre-stored consultation scene model, and determines the consultation scene corresponding to the current consultation problem;
the answer acquisition system is used for extracting response text data corresponding to the consultation scene model with the highest matching degree by splitting the consultation problem model and matching the consultation scene model with the consultation scene pre-stored in the system;
the data cloud storage system comprises a processor and a cloud server, voice and/or text information is digitized through a transmission and conversion channel and then transmitted to the processor, the processor demodulates network configuration data from the digitized voice and/or text information and transmits the data to the cloud server, and the cloud server transmits the network configuration data to the processor.
Preferably, the voice and/or text information includes information entered by a user and pre-entered by a platform.
Preferably, the problem acquisition system comprises a keyword determination module comprising an acquisition unit and a keyword determination unit, wherein,
the acquisition unit is used for acquiring a data packet sent by a file to be analyzed and acquiring a sequence from the data packet, wherein the data packet is sent based on a network protocol of the file to be analyzed, and one data packet comprises a payload sequence;
the key word determining unit is used for determining the key word of the data packet according to the sequence, wherein the key word is a numerical value in the sequence.
Preferably, the problem acquisition system comprises a voice problem acquisition conversion module, a picture problem conversion module and a video problem conversion module; the voice problem conversion module is used for acquiring problem voice input by a user and converting the voice into problem characters; the picture problem acquisition and conversion module is used for acquiring a problem picture and converting the problem picture into problem characters; the video problem acquisition and conversion module is used for acquiring problem videos and converting the problem videos into problem characters.
Preferably, the consultation scene modeling system comprises a consultation scene portrayal module, wherein the consultation scene portrayal module is used for judging legal elements in a document, and the legal elements comprise fact description, litigation request, evidence and dispute focus.
Preferably, the answer obtaining module is further configured to extract answer text data from a pre-stored consultation scene model and/or a knowledge base unit according to the content of the consultation, calculate a matching degree between the extracted answer text data and the consultation question, and select a subsequent data transmission mode according to the matching degree:
when the matching degree reaches a first preset value, transmitting response text data to a problem response unit, and transmitting the response text data to the consultation equipment of the user by the problem response unit to complete automatic response;
when the matching degree is lower than a first preset value, directly transmitting the consulted problem content to the manual end through the lawyer searching unit, and transmitting the solution of the consulted problem to the user end through the manual end according to the original path.
Preferably, the answer acquisition system comprises a consultation scene response module, a knowledge base response module and a machine response module.
More preferably, the consultation scene response module is configured to search a pre-stored consultation scene model according to the consultation scene constructed by the present consultation, and match response text data corresponding to the closest consultation scene model.
More preferably, the knowledge base response module is configured to search the identified keyword knowledge base unit according to the consultation problem, and obtain response text data corresponding to the problem information with the highest matching degree.
More preferably, the machine response module is configured to input a keyword into the machine learning model according to the consultation problem, and obtain response text data output by the machine learning model.
Preferably, the answer obtaining system further comprises a term extraction module, the term extraction module establishes a node signature for the text in the knowledge base unit, so that whether the query text contains the query term or not is conveniently detected, the text index is utilized to prune the text of which the node signature is not matched with the signature of the query term, and the text of which the node signature is matched with the signature of the query term is reserved and extracted.
More preferably, the knowledge base unit is used for storing laws, regulations and cases and providing data support for the intelligent question-answering platform.
Preferably, the answer acquisition system further comprises a question response module, wherein the question response module is used for displaying a page for interaction with a user, displaying a question input by the user on the page, and displaying response text data corresponding to the consulted question on the page.
Preferably, the answer acquisition system further comprises a functional requirement analysis module, wherein the functional requirement analysis module comprises a knowledge base management unit, a question and answer data analysis unit and a question and answer engine unit; the knowledge base management unit is used for sorting and structuring the legal knowledge content and adopts the modes of manual analysis, big data and machine learning; the question-answer data analysis unit is used for providing data for the knowledge base management unit, facilitating self-learning and updating of the knowledge base management unit and providing business big data for users; the question and answer engine unit is used for supporting information interaction between the intelligent question and answer system and the user, facilitating the butt joint between the intelligent question and answer system and other platforms of the user, and the performance requirements of different application scenes and the corresponding application scenes are different.
Preferably, the intelligent question-answering platform further comprises a business process analysis system comprising an consulting content classification module, a voice service lawyer automatic assignment module, an intelligent answer module and a text service lawyer automatic assignment module for assigning the consulting content classification to a voice service or a text service for lawyer to answer the consulting content manually,
the voice service lawyer automatic assignment module is connected with the intelligent response module through an information synchronization unit interface; the intelligent response module is connected with the automatic assignment module of the text service lawyer through an intelligent-to-manual interface; the voice service lawyer automatic assignment module and the intelligent response module text service lawyer automatic assignment module are connected to the lawyer service window through the directional assignment lawyer interface respectively.
More preferably, the voice service lawyer automatic assignment module is configured to automatically search for an idle lawyer through voice and call the searched lawyer, or connect a required lawyer according to a user's selection.
More preferably, the text service lawyer automatic assignment module is configured to automatically search for an idle lawyer through text and call the searched lawyer, or connect the required lawyer according to the selection of the user.
The business flow of the intelligent question-answering platform is as follows:
1) The user has fully communicated with the intelligent platform through the text before making a call. Users have adequately described their own questions without lawyer involvement.
2) Simple questions may be answered by the intelligent answering platform.
3) Complex questions require the user to transfer text to consult lawyers, or to continue making 12348 calls, we can intelligently judge which lawyers they should be assigned to based on their questions.
4) The related inputs in front of the user can be quickly browsed by lawyers, so that the conversation time of the two parties is saved, and the efficiency is improved.
The above description of the specific embodiments of the present application has been given by way of example only, and the present application is not limited to the above described specific embodiments. Any equivalent modifications and substitutions for the present application will occur to those skilled in the art, and are also within the scope of the present application. Accordingly, equivalent changes and modifications are intended to be included within the scope of the present application without departing from the spirit and scope thereof.
Claims (8)
1. An intelligent question-answering platform for legal consultation is characterized by comprising a question acquisition system, a consultation scene modeling system, an answer acquisition system and a data cloud storage system, wherein,
the problem acquisition system is used for acquiring problem information of user consultation under different platforms through API interfaces of the different platforms, converting the problem information into problem text data, analyzing and understanding problems by utilizing a natural language processing technology NLP, extracting keyword information from the problems, and supporting user voice input and/or text input of a plurality of platforms;
the consultation scene modeling system models the keywords acquired by the problem acquisition system, portrays the consultation scene corresponding to the acquired problem information according to a pre-stored consultation scene model, and determines the consultation scene corresponding to the current consultation problem;
the answer acquisition system is used for extracting response text data corresponding to the consultation scene model with the highest matching degree by splitting the consultation problem model and matching the consultation scene model with the consultation scene pre-stored in the system;
the data cloud storage system comprises a processor and a cloud server, voice and/or text information is digitized through a transmission and conversion channel and then transmitted to the processor, the processor demodulates network configuration data from the digitized voice and/or text information and transmits the data to the cloud server, and the cloud server transmits the network configuration data to the processor;
the consultation scene modeling system comprises a consultation scene portrayal module, wherein the consultation scene portrayal module establishes portrayal by using legal elements in a case judgment document, and the legal elements comprise fact description, litigation request, evidence and dispute focus;
the answer acquisition system is further used for extracting response text data from a pre-stored consultation scene model and/or a knowledge base unit according to the content of the consultation questions, calculating the matching degree of the extracted response text data and the consultation questions, and selecting a subsequent data transmission mode according to the matching degree:
when the matching degree reaches a first preset value, transmitting response text data to a problem response unit, and transmitting the response text data to the consultation equipment of the user by the problem response unit to complete automatic response;
when the matching degree is lower than a first preset value, directly transmitting the consulted problem content to the manual end through the lawyer searching unit, and transmitting the solution of the consulted problem to the user end through the manual end according to the original path.
2. The intelligent question-answering platform according to claim 1, wherein the voice and/or text information includes user input and platform pre-input information.
3. The intelligent question-answering platform according to claim 1, wherein the question acquisition system comprises a keyword determination module comprising an acquisition unit and a keyword determination unit, wherein,
the acquisition unit is used for acquiring a data packet sent by a file to be analyzed and acquiring a sequence from the data packet, wherein the data packet is sent based on a network protocol of the file to be analyzed, and one data packet comprises a payload sequence;
the key word determining unit is used for determining the key word of the data packet according to the sequence, wherein the key word is a numerical value in the sequence.
4. The intelligent question-answering platform according to claim 1, wherein the question acquisition system comprises a voice question acquisition conversion module, a picture question conversion module, and a video question conversion module; the voice problem conversion module is used for acquiring problem voice input by a user and converting the voice into problem characters; the picture problem acquisition and conversion module is used for acquiring a problem picture and converting the problem picture into problem characters; the video problem acquisition and conversion module is used for acquiring problem videos and converting the problem videos into problem characters.
5. The intelligent question-answering platform according to claim 1, wherein the answer acquisition system further comprises a term extraction module, the term extraction module is used for facilitating query detection of whether the text contains the query term by establishing a node signature for the text in the knowledge base unit, pruning the text with the node signature not matching the signature of the query term by using the text index, and preserving and extracting the text with the node signature matching the signature of the query term.
6. The intelligent question-answering platform according to claim 1, wherein the answer acquisition system further comprises a question answering module for displaying a page for interaction with a user, displaying a question inputted by the user on the page, and displaying answer text data corresponding to the consulted question on the page.
7. The intelligent question-answering platform according to claim 1, wherein the answer acquisition system further comprises a functional requirement analysis module including a knowledge base management unit, a question-answering data analysis unit, a question-answering engine unit; the knowledge base management unit is used for sorting and structuring the legal knowledge content and adopts the modes of manual analysis, big data and machine learning; the question-answer data analysis unit is used for providing data for the knowledge base management unit, facilitating self-learning and updating of the knowledge base management unit and providing business big data for users; the question and answer engine unit is used for supporting information interaction between the intelligent question and answer system and the user, facilitating the butt joint between the intelligent question and answer system and other platforms of the user, and the performance requirements of different application scenes and the corresponding application scenes are different.
8. The intelligent question-answering platform according to claim 1, further comprising a business process analysis system including an consulting content classification module, a voice service lawyer automatic assignment module, an intelligent answer module, and a text service lawyer automatic assignment module for assigning the consulting content classification to a voice service or a text service for lawyer manual answer to the consulting content, wherein,
the voice service lawyer automatic assignment module is connected with the intelligent response module through an information synchronization unit interface; the intelligent response module is connected with the automatic assignment module of the text service lawyer through an intelligent-to-manual interface; the voice service lawyer automatic assignment module and the intelligent response module text service lawyer automatic assignment module are connected to the lawyer service window through the directional assignment lawyer interface respectively.
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